Front-Office Midterm Lesson 1 PDF

FRONT OFFICE Hospitality- refers to the commercial services given to tourist band travelers by establishments or the reception and entertainment of guests with generosity and friendliness.  COMPONENT INDUSTRIES UNDER HOSPITALITY: Lodging facilities Food and Beverage Transportation Entertainm...

FRONT OFFICE Hospitality- refers to the commercial services given to tourist band travelers by establishments or the reception and entertainment of guests with generosity and friendliness.  COMPONENT INDUSTRIES UNDER HOSPITALITY: Lodging facilities Food and Beverage Transportation Entertainment Stores TYPES OF ACCOMMODATION/LODGING ESTABLISHMENTS CONDOMINIUM- Type of accommodation where the owner of unit furnishes it. A maintenance fee is paid to cover housekeeping, security, etc. PENSION HOUSE- Boarding house or tourist guest house employing non-professional domestic helpers regularly catering the tourists and to travellers. It has rooms, facilities like toilet and bath, living and dining rooms and a kitchen. TIME SHARE- A property usually in a resort area which is jointly owned by people who use it at different times. TYPES OF ACCOMMODATION/LODGING ESTABLISHMENTS HOSTEL- a very inexpensive lodging establishment that caters to young travellers. It provides little or no service and offers very little privacy. Amenities may include a folding, common toilet and bathrooms. DORMITORY- Building used as living and sleeping quarters by college students. BED AND BREAKFAST- private home that offers accommodations and breakfast for paying guests. TYPES OF ACCOMMODATION/LODGING ESTABLISHMENTS FLOATEL- located on the surface body of water ( sea, river, lake). Facilities are similar to hotel. There is extensive entertainment and gaming facilities. CONFERENCE HOTEL- designed to handle a group of guests. It has a big plenary hall and smaller meeting rooms, big dining rooms, facilities for seminars and meetings and room with multiple occupancies. ROTEL- accommodations on wheels. HOLIDAY HOMES- accommodation runs by companies in tourist spots mainly for their employee. These are subsidized by the company. HOTEL MANAGEMENT Hotels are managed and operated in various ways: Independent- hotel is operated by the owner himself, with the support of his management and technical staff. Franchise- hotel is affiliated to a chain. The hotel owner(franchisee) pays franchise fee to the chain management(franchiser) for the use of name as well as operational and management systems Management Contract arrangement- owner hires a management teams and operations of the hotel in exchange for a fee. ORGANIZATION OF HOTELS A hotel is an organization made of different department. These departments can be classified under three headings. Operating and Revenue producing department Major Revenue producing departments ROOMS DIVISION FOOD AND BEVERAGES Food and Beverage Production- Kitchen, bakery, etc. Food and Beverage Service Restaurants Coffee shop Bar Banquet Room Services Minor Revenue Producing departments LAUNDRY TELEPHONE GYM/SPA Operating and Non- Revenue Producing departments Human resource department Security Accounting Sales and Marketing Engineering Non- Operating and Revenue Producing department These include travel agencies, banks, jewelry stores, beauty parlor and barber shop, florist who may be let out on commission basis or on rent. They are also called Concessionaires (small business inside another establishment) CLASSIFICATION OF HOTEL SIZE Small Hotel- less than 100 rooms Medium Hotel- contains 100-300 rooms Large Hotel- have 300-500 rooms Mega Hotel- having more than 500 rooms LOCATION Commercial Hotels- located in big cities Airport Hotel/ Transit Hotel- near in airports, bus terminal, train stations. Resort Hotel- place ideal for vacation or relaxation with beautiful scenery. Motel (Motor/Motorist Hotel)- located along the highways or road. LOCATION Residential Hotel- hotel that offers long term accommodations. Casino Hotel- hotel that is more on gaming, gambling and luxurious. QUALITY Deluxe- classify as 5 star hotel. It is luxurious and gives excellent service. First Class- classify as 3-4 star hotels. Offers high level quality of service, it is not as good as deluxe. QUALITY Standard- classify as 1-2 stars hotels. Less amenities and some degree of sophisticaction. Economy- offers moderate quality of service. Classification of Hotel Guestrooms According to type of Bed: Single Room- a room with single bed, good for 1 person Twin Room- room with 2 single bed. Good for two persons. Classification of Hotel Guestrooms According to type of Bed: Double Room- room with 1 double bed good for 2 persons. Double-double room- room with 2 double bed. According to Facilities: Economy- sold at economical rate, short of amenities like T.V., aircon and other amenities. Standard- room sold at moderate rate, equipped with standard facilities like aircon, toilet and bath with amenities, Television and linen. Deluxe- Spacious and more sophisticated amenities. Suite- Largest room with superior amenities and facilities. SPECIAL TYPES OF ROOMS: Cabana- a room situated away from the main building, near the swimming pool, which is used mainly for changing clothes and is rented on an hourly basis. Duplex- room with two levels under one roof: the upper level is bedroom and the lower level is living room. Efficiency room- has a kitchen facility and is normally found in resort hotels. Hospitality room- use by resident guests to entertain their own guests: are not provided, only sitting facilities. Lanai- room with a veranda which can be used as living room, it is facing a sea, mountain hill, etc. Murphy-Bedded room- a room with a Murphy bed, one that can be folded against a wall Penthouse suite- an expensive room with living and dining area located at the roof top of a hotel. Studio room- has a single bed and sofa bed Quad room- room with a four single bed TYPES OF FOOD PLAN: American Plan- room rate with 3 meals (all kinds of meals) Modified American Plan- room rate with 2 meals (1 breakast and any kind of meal) European Plan- room only without breakfast Continental Plan- room rate with light breakfast Bermuda Plan- room rate with heavy breakfast TYPES OF HOTEL CLIENTS: Government institutions- serves company like DOT, etc. Some of these companies have credit arrangements with the hotel. Travel Agencies- These agencies have advance bookings of their tour groups. Free independent traveler- tourist or traveler travelling alone. FIT may also refer to foreign individual tourist who does not join any tour group. TYPES OF HOTEL CLIENTS: Educational Institution Domestic Travelers- some hotels have a promo “sariling atin”, giving discounts to domestic travellers. Balikbayan-are returning or visiting Filipinos who are residing abroad, some hotels give a special balikbayan rate.